ComplaintsforPearle Vision Springfield

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I went in to order glasses at Pearle on February 13 on Battlefield. Brought my own frames in, asked if they took my insurance-they said they did. Have received lenses twice since and both times were not right. Was offered another pair I didnt want but took as it seemed I wasnt going to get what I had paid for. Called last week and was told the lenses would be in on the 18th. Went into the store on the 19th and was told they would be in on the 25th. I asked for my money back and was told no.Took frames elsewhere and had done correctly in an hour and a half at half the cost.Checked my insurance and they said they were never billed.Was told today they couldnt tint in the color I wanted they had a brown lense and thats all I could get.Again, not what I paid for, would not have paid for that. Why wasnt I told this before I paid? And why would I not get my money back? Sounds like a scam.6 weeks is too long as I am legally blind, and need the frames and lenses as ordered for work.

  Business response

  04/03/2024

  ************* came to us on Feb 13 and made a purchase of customized tinted poly carbonate lenses. Due to the customized prescription and tint we do not ever give a promise date. We received the lens in on 02/27 and the tint was not correct, due to the nature of Mr ****** prescription (he has a high prescription but is in no way legally blind) we offered and did make him a clear pair of glasses at no charge. We again gave him a free pair of lenses and a frame at no charge.

  We explained that we would reorder the custom lens. ************* was not charged anything for this additional pair.  We received an update stating that his custom lens should mail out 03/18 we informed ************* of this. On March 18th I received notice that the lens was delayed and wouldn't ship until 03/25. When ************* came into the office on the 19th I explained the delay and showed him the communication from the lab. He then became upset and took his frame and stated he wanted a refund. I explained we do not do refunds as we are like a pharmacy and are filling a custom prescription he then left. I called him on the 22nd as we received his lens early and I was going to refund the charge for the tint of $16 due to the fact that on a poly carbonate lens in that high of a script wouldn't take the true gray tint as he ordered and it only takes a brownish gray.We will not be doing a refund and Mr ****** insurance was billed correctly

  I still have the customized lens and he can pick it up at his convenience

   

  Thank you *******************
  

  Customer response

  04/03/2024

  Complaint: 21466144
  
  I am rejecting this response because:
  
  First of all, Pearle VISION is not like a pharmacy. Even if it was, the idea I would go to a pharmacy and take pills that were not my prescription is false. I would never go to a pharmacy and pay for an item I did not want-or anywhere else for that matter-let alone one the pharmacist told me I was paying for only to receive a different item. 

  It is pitiful I have to even ask for my money back from what is considered a healthcare provider some an item I would never have paid for if I had been told up front I could not get that item. 
  this is scam behavior. 
  this is a silly notion. 
   want what I paid for or my money back. Next steps are small claims court. 
  
  Sincerely,
  
  *********************

  Business response

  04/08/2024

  We will not be doing a refund. Again we provided you with a pair of glasses - frames and lens at n/c to you, during the wait for the original order. You still have these glasses and your original order is now in the store and awaiting pick up

  Customer response

  04/09/2024

  Complaint: 21466144
  
  I am rejecting this response because:
  
  I have not received what I paid for. This company took my money in Exchange for an item I have not received. 
  they continue to tell they they have lenses. They are not what I paid for or what I was told I would be getting when I paid them. 
  I want my money back. Small claims court will be next and they can explain all the reasons I have NOT received what I paid for. 
  I dont care what they are offering instead. I want my money back now!!!

  
  Sincerely,
  
  *********************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was lied since I started my order with them. **** gave me wrong promises on the Pearle lenses as they would give me more area to see in my computer glasses. Then he lied again on measuring my other prescription glasses. First time, they were around -3 then next time, he said they were -5. Long story short, I asked for another another prescription and my case escalated to manager ****** who was absolutely aggressive, but promised to make it right. So, she fixed my first order, but my other glasses... I initially wanted to replace prescription on them, but when I realized that my first prescription was giving me headaches, I asked her to leave these glasses alone, do not touch them. I was going to pick them up when I would pick up my ordered glasses (I spent around $1200 on them). She said that she inspected them when I asked to leave them alone. When I picked them up, the adjustment on the frame was grossly messed up, one of the lenses was warped and not even put back properly. I went back to see if I can make it right for both of us by returning the frame from my first order because I ordered new lenses through *******. I wanted to recover my costs. She asked me to bring the frames and she would put my first lenses with wrong prescription and fix the adjustment. Right at the door she calked me a name something like I was sneaky, and asked me to leave her store. Left me absolutely speechless!

  Business response

  02/17/2023

  Hello 

  
  

  We are upfront in regards to pricing Ms ***** purchased two sets of lenses. One was a single vision and one was a ***********. She was unhappy with the prescription that she brought in and wanted a refund. We do not do refunds as prescriptions are custom to the patient and lenses are specific. We agreed upon upgrading her to a ******* lens in her ***********s and staying with her old prescription. Her single vision pair ended up not needing changed since she decided to stay with her old rx. We do not offer refunds as noted in store and on her receipt - we took the amount paid for the single vision and upgraded her to a ******* *********** in her other pair even after applying the amount she paid for her single vision pair she still owed a difference. Due to her inconvenience of the situation I wrote off the additional balance. Ms ***** was happy with her ******* lens and since she decided to not do anything with the single vision those were given back to her. They were 3-4 years old. After pick up she stated that we warped her lens and stretched her frame out in the single vision pair. We didn't do anything to her single vision pair except hold them for her to pick up. She insisted that we give her some type of refund or compensation. In which we will not the glasses are hers and are in the same shape that she brought them to us in. We will no longer service this patient other than for the *********** pair of glasses she purchased. She became extremely rude and demanding as well as made a scene in the store. I had to ask her to leave.  I even called her back to offer to help with the single vision pair if she would bring it in for me to see what the issue was. She refused but yet kept saying we messed them up demanding compensation. 

  
  

  Thank you

  
  

  
  --
  

  ***** ****

  Customer response

  02/17/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  I’m responding to your email about my recent issue with Pearle Vision Springfield, MO store. I am attaching my communication via email with the manager of that store ******. She is twisting her story as you can see in her email she mentioned that she and her rep **** inspected my glasses and handled them. After their inspection, my glasses adjustments were grossly off and one of the lenses were warped and not even put back all the way to its place. I inspected my glasses at ******* and the tech there showed me all these things. I was upset that when I asked to not to touch my glasses they messed up my only driving glasses I have. She was very violent, called me a name and asked me to leave the store. No patients were in store at that moment. I put a one star ****** review and she contacted me back in response to ****** review. At that point, I ordered new lenses through *******. She offered me return my new lenses to *******, to fix my warped lenses (I wonder how she knew how to fix them if she did not touch or looked at them?) or also She offered me to put back single vision prescription lenses which I rejected at first place because they gave me headaches. That is what was her resolution to her mess. I was frustrated with her offers and her mean, violent attitude and I got upset when she asked me to leave her store and call me a name. What would you do in my place if you were in such a situation? I said that it won’t work because single vision lenses I left at her store as a replacement for my new lenses won’t work. Also I did not know how she can fix warped lenses. It has been a mess. I do not want to deal with her anymore as her violence makes me fearful for my life. I wanted to let others know what they might end up in dealing with her. There are other ****** reviews similar to mine if you are interested. You can read and May be it will let you better understand what we are dealing with in this store.
  
  Sincerely,
  
  ******* *****

  Business response

  02/17/2023

  We are upfront in regards to pricing Ms ***** purchased two sets of lenses. One was a single vision and one was a ***********. She was unhappy with the prescription that she brought in and wanted a refund. We do not do refunds as prescriptions are custom to the patient and lenses are specific. We agreed upon upgrading her to a ******* lens in her ***********s and staying with her old prescription. Her single vision pair ended up not needing changed since she decided to stay with her old rx. We do not offer refunds as noted in store and on her receipt - we took the amount paid for the single vision and upgraded her to a ******* *********** in her other pair even after applying the amount she paid for her single vision pair she still owed a difference. Due to her inconvenience of the situation I wrote off the additional balance. Ms ***** was happy with her ******* lens and since she decided to not do anything with the single vision those were given back to her. They were 3-4 years old. After pick up she stated that we warped her lens and stretched her frame out in the single vision pair. We didn't do anything to her single vision pair except hold them for her to pick up. She insisted that we give her some type of refund or compensation. In which we will not the glasses are hers and are in the same shape that she brought them to us in. We will no longer service this patient other than for the *********** pair of glasses she purchased. She became extremely rude and demanding as well as made a scene in the store. I had to ask her to leave.  I even called her back to offer to help with the single vision pair if she would bring it in for me to see what the issue was. She refused but yet kept saying we messed them up demanding compensation. 

  
  

  Thank you

  
  

  
  

  --
  

  ***** ****

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